Responsible for day to day account / contract management and customer communications to ensure the service provided to our customers is maintained to the highest standard and in accordance with Service Level Agreements (SLA) and Key Performance Indicators (KPI).
Customer Services Manager (Line Manager)
Group Customer Service Manager
Monday – Friday 25 hrs 1.30pm – 5.30pm
Access to own vehicle required owing to workplace location
1 Provide a positive and encouraging atmosphere at all times to ensure all staff work to the best of their abilities.
2 Uphold corporate values. Responsible for providing a positive and encouraging atmosphere at all times to ensure all staff work to their best abilities.
3 Working with all members of staff to maintain and develop a positive progressive culture within the business.
Health and Safety Responsibilities
4 Support, comply and ensure complicity with Health, Safety and Environmental regulations, the company handbook, Quality standards and all other company policies and procedures.
5 Ensure all processes are adhered to.
6 Ensuring that all activities meet or improve on budget, cost, volume and efficiency targets (KPIs).
7 Compile daily reports (Delivery / Status reports, stock reconciliation reports and variance reports.
8 Collate daily delivery / status reports and book returns.
9 Day to day running of customer accounts, responding to customer queries in an effective and timely manner.
10 Processing of daily outbound and inbound freight movements through WMS and TMS systems.
11 Ensure all internal schedules are updated and communicated effectively throughout the business and relevant inbound information is provided to customers.
12 Ensure all freight movements are rated correctly to assist in the timely invoicing to customers for services provided.
13 Complete all administration tasks to the highest standards and in line with the customers SLAs and internal processes.
14 Communicate effectively with other departments to ensure all deliveries and returns are made and any failures are reported to the customer.
15 Report any failed deliveries or discrepancies in order to investigate and / or rectify as required.
16 Ensure all paperwork is accurate and provided in a timely manner.
17 Provide information and support where reoccurring stock issues occur to the Inventory Systems Manager to help investigations and rectification.
18 Provide information and support to the warehouse and inventory team through system variance reporting and physical stock takes.
19 Enter data for customer KPIs for internal and external communication, collate, distribute and present KPI information as required.
20 Support, comply and ensure complicity with Health, Safety and Environmental regulations, the company handbook, Quality standards and all other company policies and procedures.
You will from time to time be required to undertake other duties of a similar nature as reasonably required by your line manager. You are required to follow all ATL policies and procedures at all times and take account of ATL guidance.
Logistics or Business related Degree
Account / Contract management experience
Customer service with a Transport or Warehouse environment: 2 years (Preferred)
GCSE or equivalent (Preferred)
Derby, Derbyshire (Preferred)
No recruiters please, unless you are on our approved supplier list.